Most connection problems resolve in minutes by following the steps below in order. If they do not, the support channels here can pick up the diagnosis.
Running these in order separates node-level problems from local network issues and account configuration errors.
Pull a fresh node list and switch to a node in a different region. If the new node works, a single node was temporarily unavailable.
A clock error breaks the handshake. Sync time automatically, then test on mobile data to rule out a local network or router issue.
If still failing, include your OS, client version, ISP, the target service and the error message. Specific details speed up diagnosis.
Support works from your system, ISP and target service rather than asking you to reinstall the app and hope.
Available during working hours for urgent connection problems and payment issues – typically fast response times.
Best for detailed problems needing logs or screenshots. Assigned to a specific person and answered to your registered address.
Step-by-step guides for installation, subscription import, routing rules and router setup for common questions you can solve yourself.
A complete first message usually avoids a round-trip of follow-up questions.
Response times, who can open tickets and how remote assistance works.
Live chat responds quickly during staffed hours. Email tickets are handled in order with VIP users prioritised.
Yes. Free tier users can open tickets; VIP users are scheduled ahead in the queue.
For complex network-specific issues, step-by-step guidance with screenshots is provided. Account passwords are never requested.
No. Any message asking for your login credentials did not come from official channels – never share them.
One account on your phone, laptop and tablet – free tier to test, VIP dedicated lines when you need consistent performance for work, study, AI tools and streaming.